Official firmware update "breaks" out of warranty device

CardinalWolsey

I'm posting this here, rather than the Techie forum, as I believe this is a general consumer rights issue, rather than specifically a technical problem.

The issue: the vendor of a piece of hardware issued an official update to the firmware, which was installed successfully. Since updating to this firmware, the primary function of the device does not operate correctly, to the point of making the device not fit for purpose. The firmware is not downgradeable, and there does not appear to be any fix on the horizon.

In the vendor's online forum, other owners experiencing the same issue, where their device is in warranty, are returning them.

What should be the position for owners whose devices are out of warranty?

Can the firmware be considered as a separate entity to the hardware, and each release be treated as a new "product", which if it doesn't work the vendor has one chance of fixing before it can be rejected...?

For reference, this is happening to a Synology Wifi Router; if the problems continue for much longer I will need to replace with an alternative, but I don't really want to have to spend £150 - £200 on an alternative because of a defect the vendor has introduced to the firmware. The question could be treated as generic though, as these days it could be a firmware update for anything from a DVD player, to a washing machine...!

FestiveJoy

CardinalWolsey wrote: »

I'm posting this here, rather than the Techie forum, as I believe this is a general consumer rights issue, rather than specifically a technical problem.

The issue: the vendor of a piece of hardware issued an official update to the firmware, which was installed successfully. Since updating to this firmware, the primary function of the device does not operate correctly, to the point of making the device not fit for purpose. The firmware is not downgradeable, and there does not appear to be any fix on the horizon.

In the vendor's online forum, other owners experiencing the same issue, where their device is in warranty, are returning them.

What should be the position for owners whose devices are out of warranty?

Can the firmware be considered as a separate entity to the hardware, and each release be treated as a new "product", which if it doesn't work the vendor has one chance of fixing before it can be rejected...?

For reference, this is happening to a Synology Wifi Router; if the problems continue for much longer I will need to replace with an alternative, but I don't really want to have to spend £150 - £200 on an alternative because of a defect the vendor has introduced to the firmware. The question could be treated as generic though, as these days it could be a firmware update for anything from a DVD player, to a washing machine...!

If you join BT Broadband, they'll send you a router for just £9.99 :money:
With many broadband providers providing customers with routers nowadays, I wouuldn't have thought there was much of a market for the specialist suppliers.
But if you don't want to change broadband supplier, you can pick up routers for £20-£30 on ebay (new) or less if you take a used model.

Just to put your mind at ease, I've updated my firmware on my DVD recorder in the past, and it still works fine.

I'm not sure I've ever known a firmware update for any washing machine of mine, let alone how I would be expected to update it if such an upgrade were ever made available :huh:

I've always found a firmware upgrade is distibuted to keep the device up to date with latest developments (or correct an itial design error). Without it, the device won't work properly anyway.
What is happening to those who are returning their devices under warranty? Presumably it's a cheap repair, otherwsie the cost would far outweigh the cost of devloping & distributing a further upgrade that corrects the errors introduced by this latest upgrade?

Or are you suggesting this latest upgrade prevents any further firmware upgrades if/when they are distributed? In which case the supplier will soon go bust I would have thought,,,

But thanks for the warning. Do enjoy this festive season. It'll be over very soon now...

:xmastree::xmastree::xmastree:

paddyrg

Up until the last paragraph I thought this may be about Apple halving processor speeds on older devices - literally criminal in France.

deanos

FestiveJoy wrote: »

I'm not sure I've ever known a firmware update for any washing machine of mine, let alone how I would be expected to update it if such an upgrade were ever made available :huh:

some of the samsung,lg and candy can be connected via wifi and apps on smartphone nowadays so presume they can update firmware if needs be

CardinalWolsey

Lots of [connected] devices receive updates - improvements to security, performance etc. The issue is, the official update for my device has broken its main functionality. If the vendor is unable to rectify the issue, should I expect a warranty for the firmware, that supercedes the warranty for the hardware - and therefore make a claim against the vendor (in this case, Synology).

Oh, and broadband providers' wifi routers just don't cut it, I'm afraid - although now, it seems, neither does mine

deanos

I presume they have broken a perfectly working device, how that stands up with your rights im unsure

dj1471

You need to contact the manufacturer and see what they say.

I'd be surprised if it's completely impossible to downgrade, it's likely possible with the manufacturers assistance. It's also likely they'll release a fixed version soon, is the router working sufficiently that you can upgrade it?

Of course there isn't a warranty for the firmware...

Cumminsj

Hi! Did you ever get a satisfactory response to your question. We are in a similar situation and want to know if we have any consumer rights! Thx

Ectophile

I think this is a big legal loophole where nobody has any liability. It's only come about since we've had electronic goods with software updates.


The retailer aren't responsible. The goods worked perfectly well when they supplied them to you, and the fault is because of an upgrade that they didn't supply.


The manufacturer isn't responsible because you have no contract with them. Your contract is with the retailer.

mattyprice4004

It’s certainly an interesting one - I’d be curious to know if anyone has taken anything similar to court.

As for the first reply, a £200 router is hardly comparable to a free BT item - you can do so much with a decent router, but it’s more a specialised IT techy thing

CardinalWolsey

As the original OP, I gave up on the Synology router in the end. Won't go in to the replacement set up here as that belongs on the Techie forum. However, didn't bother contacting Synology as the appeared to be struggling with a fix - others on their forum that had been in warranty and had received replacements were still experiencing the issues.

It is a general area that I'm still concerned about though- firmware updates that introduce issues that don't appear to have any remedy and manufacturers disregard. In this increasingly IoT world, you'll wake up one morning and find that your car won't start due to an update, or your freezer has borked, or you don't have any electricity at all because your smart meter has crashed and won't restart...